Senior Support Engineer I
Cleo · Remote
About this role
**Senior Support Engineer I** We’re looking for an experienced EDI and integration professional who thrives on solving complex technical challenges and improving how support teams operate. You’ll serve as a trusted escalation point for critical incidents and complex issues across EDI, APIs, and SFTP—while helping ensure problems are resolved thoroughly and recurring issues are addressed at their source. You’ll also share your expertise with other engineers, strengthen support processes, and identify opportunities to use automation and AI to improve efficiency, reliability, and the customer experience. --- ## Essential Duties & Responsibilities - **Lead Critical Incident Response:** Serve as the incident commander for P1/P2 incidents, providing clear direction, making real-time decisions, coordinating technical resources, and driving incidents through timely resolution. Maintain a consistent communication cadence to keep stakeholders informed. - **Drive Advanced Troubleshooting & Root Cause Analysis:** Lead resolution of complex technical issues across EDI, API, and SFTP environments. Perform thorough root cause analyses, identify contributing factors, and establish preventive actions to reduce recurrence and improve first-time resolution. - **Provide Technical Oversight & Delivery Assurance:** Monitor active support workloads and proactively intervene when tickets stall, require escalation, or are at risk of breaching SLAs. Ensure alerts and tickets are appropriately owned, prioritized, and progressed. - **Strengthen Backlog & Case Management:** Lead regular backlog reviews, improve queue health, and develop action plans for aging or complex cases. Identify systemic issues and coordinate end-to-end resolution while improving ticket quality and documentation. - **Coach & Develop Technical Talent:** Mentor engineers on advanced troubleshooting, incident management, root cause analysis, and operational best practices. Act as a key escalation point for technical guidance and provide feedback to reduce unnecessary escalations. - **Advance Automation & Operational Excellence:** Identify opportunities to improve alert tuning, SOP maturity, and automated resolution capabilities. Contribute ideas leveraging AI, automation, and process improvements to reduce operational noise and increase efficiency. - **Use Data to Drive Continuous Improvement:** Track operational performance (e.g., P1/P2 MTTR, escalation effectiveness, issue recurrence, backlog aging, ticket quality, automation adoption, team capability) and use insights to lead continuous improvement. --- ## AI Fluency Competencies We embrace AI and emerging technologies as part of how we work. In this role, you’ll be expected to: - Use **AI-enabled tools** comfortably to support day-to-day work and enhance productivity - Apply AI thoughtfully to improve **efficiency, quality, and decision-making** - Adapt as AI capabilities and best practices evolve - Identify opportunities to incorporate **AI and automation** into workflows and processes - Use AI responsibly and in accordance with the **AI Acceptable Use Policy** --- ## Prerequisites - **9+ years** of relevant experience, including significant hands-on experience with **EDI technologies** and enterprise integrations - Bachelor’s degree in Computer Science, IT, Engineering, or related field (or equivalent relevant experience) - Deep knowledge of **EDI mapping, transformation, and standards**, including **ANSI X12** and **EDIFACT** - Ex
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